CaseAware Application Support Technician

CaseAware Application Support Technician

The CaseAware Application Support Technician is responsible for resolving customer inquiries and technical issues for law firms utilizing the CaseAware case management system. This role involves gathering detailed information from customers through email and the ticketing system to effectively troubleshoot and resolve reported issues and service requests. The technician is expected to be self-motivated and is responsible for ensuring all relevant issue details and resolutions are accurately documented and tracked within the internal ticketing system.

Essential Duties and Responsibilities:

• Support Assistance
  • Act as a point of contact for Support matters, including but not limited to receiving and evaluating Support request, collecting all necessary data to provide to Support, communicating with Support to resolve the issue.
  • Monitor ticketing queue and fulfill assigned tickets within SLA standards
• Troubleshoot the issue and assist with the resolution
• Timely resolution and communication with customers
• Issues can range from simple to difficult - unable to login or access different functionality within the application, connectivity from the desktop to the server, integration set-up support, integration troubleshooting, new functionality developed in the application, as well as defects/bugs with the application.
• Application Support Staff must be professional, courteous and responsive
• Work with developers on customer reported issues- capturing defects, documenting them, opening a prod bug and following through to completion.
• Implement/Update CaseAware functionality
  • Determine requirements / implementation plan for scope of work
  • Coordinate with the customer to:
    • Obtain necessary deliverables
    • Complete project requirements
    • Validate work completed, when applicable
    • Provide limited scope training, when applicable
  • Maintain detailed chronology of projects assigned, including precise time tracking.
• Provide business analysis to customers using CaseAware
  • Understand the Customers process flow and staff orientation
  • Maintain regular contact with CaseAware team on open tickets and communicate with customers, as necessary, ensuring customer satisfaction
  • Report trends and concerns to internal management
  • Reviewing, analyzing, and evaluating business systems and user needs

Knowledge, Skills and Abilities:

• General Skills
  • Self-Starter – will do the research required to get a task completed and a growth mindset
  • Hard Worker
  • Willingness to Learn – constantly learning more technology skills, likes to write code on their free-time, and has a natural curiosity to evolve with technology innovations
  • Excellent Customer Service skills – Communication, Organizational, and Follow-Through
  • Team Player
  • Ability to work on multiple projects at once
• Technical Skills
  • Working knowledge of Linux and Windows operating systems
  • Ability to navigate server operating system directories (Linux/Windows), locate and interpret system/application log files
  • Create, copy, delete and modify files and directories
  • View, change, add or modify file and user permissions
  • Have an understanding of Schedule Task and Cron Jobs
  • Ability to install/upgrade application packages/releases
  • Familiarity with reviewing and investigating logs for Root Cause Analysis
  • Basic command line proficiency for installing items, verifying services, and ensuring overall disk health
  • Familiarity with version control systems

Training and Experience:

• 2+ CaseAware application experience preferably as a systems administrator
• Experience with installing and using numerous VPN clients including windows VPN.
• Familiar with Linux, Apache, MySQL, PHP, LibreOffice, and WAMP
• Basic understanding of application deployment
• Supporting a web-based application
• Managing work via a ticketing system via email
• Working with customers over the phone with problem resolution
• Familiarity with setting up and troubleshoot integrations
• Background in Default servicing, mortgage lending, title processing or litigation preferred